Central Oregon Eyecare PC

On Wednesday, January 20, 2016, at approximately 4:58pm, Mrs and Mr *** came into our Redmond office and approached a job shadow (potential employment candidate) at the front deskOur Practice Administrator (Mellisa F*) saw that Mrs*** was visibly upset and offered to assist
her as the other employee was not prepared to answer her questionsAt this time Mrs *** shoved the boxes of contacts in the face of our Practice Administrator claiming that "Central Oregon Eyecare screwed up." Our Practice Administrator advised that she would be happy to help out and just needed to review the chart to see where the error had been made
While our Practice Administrator reviewed the records, Mrs *** was becoming more and more vocal in front of approximately other patients and family members, including childrenShe explained that Central Oregon Eyecre was incompetent and inept and also verbally attacked our Practice Administrator- calling her an it and stupid and well as other profanitiesOur Practice Administrator remained calm and continued to attempt to help Mrs***
Upon review of the medical records, it was discovered that there was an error made with the contact lenses ordered in August by an employee that is no longer in our employOur Practice Administrator attempted to explain the situation to Mrs *** and advised that she would do what was necessary to fix it for Mrs & Mr ***Mrs *** demanded that she change the prescription in the system and give her the prescription that she desiredOur Practice Administrator explained that she was not able to change a prescription in medical records without first speaking to the prescribing doctor and that in the State of Oregon contact lenses were a medical device and we were required to fill exactly as writtenIt was at that time that Mrs*** proceeded to call our Practice Administrator a "*** ***." At this time, our Practice Administrator excused herself from the front desk area to track down the prescribing doctor and explain the situation
Once the situation was explained to the prescribing doctor, that the patient preferred the older contact lens prescription, he was willing to make the edit in recordsOur Practice Administrator made her way back up to the front desk area again to give the patient the good newsShe attempted to explain that Central Oregon Eyecare was going to make things right and get the desired prescription contact lenses reorderedAt this time Mrs *** began arguing that our Practice Administrator was calling her a liar and that Central Oregon Eyecare was inept, our charting system was wrong, etc- in front of other patients in the waiting area and other staffAt this time our Practice Administrator offered a full refund for the contact lenses to Mrs& Mr ***.
Immediately, Mrs *** jutted her hand within inches of our Practice Administrator's face and demanded "cash or check." Our Practice Administrator explained that we were only able to credit back to the original form of payment, which was in fact a Visa cardMrs*** then called our Practice Administrator a "*** ***." Immediately our Office Administrator (Nick I***) intervened and explained to Mrs *** that she was not to continue speaking to our Practice Administrator in that tone or way as she was just trying to help and that Mrs *** needed to calm down
Mrs *** proceeded to shove her card into our Practice Administrator's faceHer card was refunded for the full amount of the contact lens purchase and Mrs *** was offered her corrected contact lens prescription to purchase contacts elsewhereMrs *** then said "sure, if you can actually get it right this time, it." At this time, our Practice Administrator asked Mrs & Mr *** to immediately leave the office and we would mail the desired prescriptions to herMrs *** refusedand began spouting profanities againAgain, our Practice Administrator requested that they leave immediately, or be escorted off the property by Redmond City PoliceMrs *** agreed that she would need to be escorted off the propertyAt this time our Office Administrator dialed the Police Department and asked again if Mrs *** was sure she wanted to go this route, to which she replied yesOur Office Administrator completed the call and our Practice Administrator asked Mrs & Mr *** to have a seat if they chose to wait for police arrival
Approximately 7-minutes later the police arrived, took a statement from our Practice Administrator and escorted the ***'s off the property
Copies of the corrected/desired prescription were put in the mail on Thursday, January 21st, with a letter of discontinuation and offer to forward full records to their new eyecare provider

The State of Oregon considers contact lenses to be a medical device that should be re-evaluated on an annual basis, the same as a drug prescription. This evaluation is done by the optometric physician employed at Central Oregon Eyecare and requires extra steps to determine which brand of contact...

lenses as well as prescription (based off of a new spectacle prescription) will work best for the patient. Even if it is determined that there is no change, the doctor still needs to re-evaluate all measurements in case of a change. Normally these charges are covered by the patient's vision insurance plan, however, if they are not eligible at the time, it is patient responsibility. As was the case for the patient. We submitted the fees to the insurance, only to discover that she was not eligible for contact lens services (the contact lens evaluation). We called the patient immediately as a courtesy to advise, so as not to surprise her when patient billing is done December 1, 2017.

Complaint: [redacted]I am rejecting this response because:
I am still shocked and appalled by their lack of concern regarding their patients’ well-being.
I have the trial lens boxes, the purchased lens box labels, dates of appointments, and receipts. I remember conversations with the optometrist about which eye I preferred to be dominant for the mono-vision contact lenses that he prescribed. I purchased the lenses that the optometrist prescribed.
It is their responsibility to figure out why the charting is incorrect. If they did adequate and correct charting of patient encounters and prescriptions, they would know what happened at those visits. Instead they continue to try to place blame on patients and now on former employees for their errors.
I would like to point out two sources of information for them:
1) They can get information on how to handle patient records from HIPAA at this site:  http://www.hhs.gov/hipaa/
And 2) The Oregon Optometric Board has a link to federal regulations regarding contact lenses on their website: http://oregonobo.org/  see PART 315—CONTACT LENS RULE
We still have not received our prescriptions or our amended records.
Sincerely,[redacted]